Customer Support Representative - escalations (Sacramento, CA)

Stonegate Ashton Banking Services is a community-focused bank in Sacramento serving households and small businesses, and we need a Customer Support Representative to lead our escalations. You would join a large organisation of about 776 people based in Sacramento. What you will do • Resolve billing and account issues, including loan files, on the first contact when possible. • Share recurring problems with the team so they can be fixed. • Escalate complex cases with all details attached. • Document every interaction and follow up when you promise to. • Answer questions by phone, email and chat in a friendly and clear way. What we are looking for • Clear spoken and written communication. • One or more years in customer service. • Patience with people who are stressed or upset. Nice to have • Experience with loan files. • Bilingual English and Spanish. Working arrangement • Contract for twelve months, with a review at the end and a chance of extension. • On site in Sacramento, with some flexibility after the first few months. • Applications are reviewed on a rolling basis.